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Job Description
WNS Global Services Inc. is a leading global Business Process Management (BPM) company, providing business value to over 400 clients across various industries, including Banking, Healthcare, Insurance, and Telecommunications. With over 41,000 professionals across 60 delivery centers in 16 countries, WNS South Africa has established itself as a key BPO provider since 2003, employing over 4,000 people.
Job Summary: The role focuses on identifying customer needs and delivering exceptional customer service to enhance business profitability while ensuring fair treatment of customers.
Responsibilities
- Investigate and resolve high volume customer inquiries at the first point of contact.
- Understand and address customer needs for high-quality service.
- Promote client products and improve customer loyalty.
- Provide accurate product information and ensure consistency in service.
- Escalate complaints and risks to relevant teams for timely resolution.
- Take actions to boost customer retention and build a strong reputation.
- Maintain accurate customer records and adhere to company policies.
- Promote a culture of fairness and transparency for customers.
- Exhibit proactive problem-solving, goal orientation, teamwork, and adaptability in a fast-paced environment.
Requirements
- Minimum of 12 months experience in a customer service role (contact center).
- Matric/Grade 12 Certificate or equivalent.